Customer Success Manager – Mid Market/Enterprise

🕒 Julho 30

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Osano

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2018

📋 Conformidade

☁️ SaaS

🤝 B2B

💰 $11.000.000 Series A em 2021-09

Compliance • SaaS • B2B

A Osano é uma plataforma abrangente de gerenciamento de privacidade de dados, projetada para ajudar as organizações a cumprirem as leis de privacidade de dados em mais de 50 países, incluindo GDPR, CCPA e CPRA. Ela oferece uma gama de soluções, como gerenciamento de consentimento de cookies, automação de direitos de titulares de dados, avaliações de privacidade e gerenciamento de riscos de privacidade de fornecedores. Ao simplificar e automatizar essas tarefas de conformidade, a Osano ajuda as empresas a aumentar a confiança do consumidor, gerenciar a privacidade dos dados de forma eficiente e reduzir o risco de penalidades por não conformidade. A Osano está comprometida com a transparência e oferece recursos, como insights de especialistas, orientação regulatória e ferramentas de gerenciamento de programas de privacidade, para apoiar as empresas na navegação pelas complexidades das regulamentações de privacidade de dados.

Descrição

• Own and manage a strategic book of business end-to-end, serving as the primary point of contact across executives, business, and technical stakeholders. • Drive retention with a slight focus on expansion (GRR, NRR, upsell opportunities) • Monitor customer health, engagement signals, and sentiment to proactively identify and mitigate churn risks • Build strong relationships with key stakeholders that reinforce trust and long-term partnership • Drive product adoption and measurable customer outcomes • Partner with customers to define success criteria and guide them through best practices and value realization • Analyze product usage and customer data to inform strategy • Identify trends, risks, and opportunities across accounts to optimize engagement and outcomes • Maintain accurate forecasting and account planning, including tracking risks, opportunities, and success metrics. • Partner with Sales, Product, and Support to ensure a seamless alignment and aligned customer experience • Act as the voice of the customer internally, surfacing customer feedback and insights to influence product and process improvements

🎯 Requisitos

• 5+ years of experience in Customer Success or Account Management within a SaaS environment • Experience managing a book of business and owning retention and expansion metrics (GRR, NRR, churn) • Proficiency in CRM systems (preferably HubSpot) • Strong understanding of SaaS metrics, customer health, and account performance indicators • Ability to interpret product usage data and customer signals to drive outcomes • Experience using tools like Gong, Loom, or similar for customer communication and insights • Strong technical acumen (ability to understand SaaS products, integrations, and workflows) • Familiarity with AI tools (e.g., ChatGPT, Claude) to improve productivity and communication

🏖️ Benefícios

• Competitive-pay compensation and ownership interest/equity • Unlimited paid time off, plus a requirement to take at least two weeks off per year • We're a Best Place for Working Parents and offer paid parental leave for all new parents • Osano sponsors individual premiums on base plans at 100% and dependent premiums at 50% for Medical, Dental, and Vision insurance via Aetna • A fully and permanently remote company so you can work from anywhere in the U.S. • Receive a MacBook and $600 to craft your home workspace • Annual company trip designed to foster connection, creativity, and fun • Mental health benefits with free memberships to mindfulness and talk therapy services